Junior IT Incident Escalation Lead

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 70,000 - 97,000; Full time

Job summary

The Escalation Manager, Junior at ASM Research, An Accenture Federal Services Company, supports structured handling of escalated IT incidents in a highly regulated federal environment. You coordinate with resolver groups, validate priority and impact, and maintain audit-ready documentation throughout the escalation lifecycle.

You will assist in bridge calls, capture notes, and contribute to lessons learned and process improvements while ensuring timely communication and adherence to ITIL-based

Qualifications

• Foundational ITIL principles and incident management
• Strong problem-solving and analytical skills
• Clear, concise communication and teamwork in federal settings

Responsibilities

• Apply escalation management concepts for functional and hierarchical escalations
• Validate priority and impact; route to resolver groups and own follow-up
• Monitor SLA targets and prompt action to restore services
• Document escalation cases for auditability and lessons learned
• Support bridge calls and capture meeting notes with next steps
• Track escalations using ITSM tools and report on metrics
• Collaborate with senior staff to ensure adherence to incident management processes

Skills

ITIL knowledge

Problem solving

Communication

Education

Bachelor’s degree or equivalent in IT/CS/Business

Job description

The Escalation Manager, Junior at ASM Research, An Accenture Federal Services Company, supports structured handling of escalated IT incidents in a highly regulated federal environment. You coordinate with resolver groups, validate priority and impact, and maintain audit-ready documentation throughout the escalation lifecycle.

You will assist in bridge calls, capture notes, and contribute to lessons learned and process improvements while ensuring timely communication and adherence to ITIL-based